AV Service Technician (Remote Platforms)

InSight Systems is a leading provider of workplace technology solutions, specialising in AV integration, strategic consultation, and managed services. For over 20 years, we have delivered innovative and reliable technology experiences to medium and large organisations across government, education, corporate, healthcare and sport.

We are seeking an AV Service Technician to join our Managed Services team, providing customer-focused AV and Level 2 IT support to end users under agreed SLAs. This role plays a critical part in ensuring the smooth operation of teaching spaces, meeting rooms and enterprise devices through proactive monitoring, troubleshooting and ticket coordination.

Key Responsibilities

• Provide comprehensive AV and Level 2 IT support to end users, managing complex service incidents and requests.

• Monitor remote support portals and proactively coordinate the resolution of AV and IT tickets, including corresponding tickets within ServiceNow.

• Respond to customer requests for assistance while proactively investigating and resolving recurring or systemic AV issues.

• Utilise remote support platforms to monitor, troubleshoot and provide proactive support for AV field equipment and enterprise devices.

• Triage priority teaching space AV issues via the phone support system.

• Create, manage and coordinate service tickets, resolving issues remotely or engaging onsite technicians as required.

• Conduct preventative maintenance checks, audits and inspections, updating internal registers and procedures to reflect current room status.

• Configure and troubleshoot AV devices, including basic network configuration and common IT faults.

• Configure, operate and support DSPs, control systems, video conferencing and unified communications platforms.

• Provide device management support across Microsoft and Apple environments.

• Deliver in-room AV and IT support to internal stakeholders when required.

• Ensure all tickets are documented with accurate information, appropriate triage and clear troubleshooting steps to support efficient resolution.

• Provide professional, proactive communication to clients and ensure tickets are closed once satisfactorily completed.

• Maintain accurate asset, room and service records across internal and external registers.

Skills & Experience

Essential

• Proven experience providing AV and/or Level 2 IT support in a service delivery or managed services environment.

• Strong working knowledge of audio-visual systems, meeting room technology and enterprise devices.

• Experience using service management platforms (e.g. ServiceNow) and working within SLA-driven environments.

• Ability to troubleshoot AV, desktop computing and basic network-related issues remotely.

• Experience supporting video conferencing, unified communications and control systems.

• Strong customer service skills with the ability to communicate clearly and professionally with end users.

• Excellent organisational skills with the ability to manage multiple tickets and competing priorities.

• High attention to detail in ticket documentation, reporting and asset management.

Desirable

• Experience supporting teaching spaces or tertiary education environments.

• Familiarity with Genesys or similar call management platforms.

• Understanding of preventative maintenance, auditing and AV asset lifecycle management.

• Exposure to ITIL frameworks or structured service delivery models.

What’s in it for you?

• Inclusive and dynamic culture, family-focused environment

• An organisation that can flex and truly supports work-life balance with flexibility options

• Support and collaboration, not just within your immediate team, but across the broader organisation

• Career growth, learning and development opportunities

• Company events including weekly activities, Christmas celebrations, EOFY events and more

• Generous employee discounts on AV products

This is a challenging and rewarding role, and if successful you will become part of a highly dedicated, motivated and supportive team.

If you are interested in this position, please apply and address your application to Paris Gorham – People and Culture Coordinator.

You must have the right to live and work in Australia to apply for this position. You will also require a valid Working with Children’s Check and Police Check.

InSight Systems is an Equal Employment Opportunity Employer. We welcome and encourage applications from Aboriginal and Torres Strait Islanders and people of culturally diverse backgrounds.

Kindly note that only shortlisted applicants will be contacted – thank you!